"Technology Support Specialist"

Technology Support Specialist

Bennington College

Job Type: Full time

Location: Bennington, Vermont, United States

Bennington College invites applications for a Technology Support Specialist to join a dynamic and highly innovative IT team whose mission is to help fulfill the promise of a Bennington Education in all its forms by partnering to create world-class technology solutions for and with the Bennington College Community, working in support of a vibrant campus community.

Reporting to the Associate Vice President for IT and Chief Information Officer, the Technology Support Specialist is responsible for the daily operation and efficiency of Bennington College's Help Desk and technology resources, including, but not limited to, computer hardware, software, classroom media, network, and phone systems. The Specialist oversees and manages the Help Desk student staff within IT@Bennington and works within the student employment framework to ensure that student employees are well supported in their work. The Technology Support Specialist will coordinate with other members of the team to provide outstanding service to students, faculty, and staff, and facilitate the identification and adoption of a technology service model that will enhance Bennington College's technology resource effectiveness and further the progressive education mission of the Institution.

Key responsibilities

• Execute all aspects of the technology support and service provisioning model delivering impeccable services to keep the Bennington Community at the forefront of delivering on its vision of progressive education.
• In partnership with other team members, manage the workflow of the technology services team to provide the most efficient technology support to Bennington College faculty, staff, and students.
• Hire, supervise, train, and coach student technicians toward consistent operational and customer service effectiveness while supporting positive morale. Provide technical coaching and a strong example of customer service excellence to the technology services team.
• Manage support queue and assign requests to technology service team staff. Ensure consistency in timely resolution of support requests per service level agreement (SLA) standards. Prioritize and schedule assignments as needed. Follow up with customers to ensure satisfaction with service received.
• Assist with technology support request resolution.
• In partnership with the Support and Operations Manager, identify and execute on opportunities for cost-savings and efficiencies to optimize budgets effectively.
• Implement streamlining and automation for frequent, repetitive or simple issues.
• Serve as a critical part of the IT@Bennington Security Team, providing SME services in support of security efforts for the College.
• Effectively manage relationships with external stakeholders, including but not limited to 3rd party vendors, partner institutions and organizations, and internal stakeholders, including but not limited to students, the faculty, the staff, senior administrators and alumni.
• Ensure consistent maintenance of and adherence to technology policies, standards and procedures.
• Develop and maintain efficient department processes, and create and maintain documentation of these processes.
• Administer procurement and deployment of supplies and technology equipment.

Bennington serves a diverse student population inclusive of members of ethnically/racially minoritized, international, LGBTQIA+, and disability communities as well as diverse gender identities, socioeconomic backgrounds, religions, and political beliefs. Our staff and faculty also reflect diverse and intersecting backgrounds and identities. All employees are expected to be respectful and responsive to these differences in the service of building community that promotes student and employee success and community cohesiveness. Each individual (faculty, staff and students) will be accountable for upholding these values. The College's approach to pluralism and inclusivity-both as fields of inquiry and practice-is to prioritize flexible thought, and to invite the examination of access, value, power, and privilege through its institutional policies and areas of study. We encourage applicants from diverse realms of interest, backgrounds, experience, and accomplishment to apply.

Qualifications

• Bachelor's degree in computer science or equivalent work experience preferred.
• Fluency with Windows, MacOS, iOS, Android OS, and other platforms.
• Ability to learn new technology quickly.
• Demonstrated ability to troubleshoot Windows and Mac operating systems and application issues and manage related Help Desk processes.
• Strong knowledge of computer networking (both hardware and software systems).
• One year of successful supervisory experience preferred.
• Affirmative leader with excellent team building skills and the ability to train and coach subordinates.
• Strong problem-solving, project management, and documentation skills and the ability to make sound judgment decisions.
• Enthusiastic self-starter with a proven record of working creatively and independently.
• Excellent verbal and written communication skills. Demonstrated ability to accept sensitive/confidential information and treat such with discretion. Able to interact and communicate with individuals at all levels. Commitment to delivering outstanding customer service to a wide network of constituents with varying comfort levels regarding technology.
• Must have a high attention to detail and have demonstrated ability to establish priorities and meet deadlines. Must be able to work in a fast-paced environment under pressure, with ability to juggle multiple competing tasks and demands.
• This position requires successful completion and acceptable results of a background check.

The expected salary range for this position is starting at $50,000 annually, depending on experience.